When the worst of the recession hit the restaurant industry in 2009, consumers became more discriminatory in their dining-out choices. The largest brands were forced to differentiate and, in some cases, discount aggressively in order to retain as many customers as possible. Over the past two years, restaurants generally have improved the rate by which they hang on to those consumers, according to the 2011 Leaky Bucket study. Customers who report that they’re unlikely to return to a ...
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